Customer Experience Specialist

The Citizen Foundation; Karachi Division; On-site; PKR 446,000 - 781,000; Full time

Job summary

The Citizen Foundation in Karachi seeks a proactive Customer Service Representative to handle high volumes of calls, emails, and WhatsApp messages. The role requires delivering accurate information, actively listening to customer needs, and offering suitable solutions with a patient, empathetic approach.

You will document interactions, meet performance targets, follow scripts, and stay updated on product knowledge and service updates.

Qualifications

• Strong verbal and written communication skills.
• Ability to listen actively and respond with clarity.
• Patience and resilience when handling difficult customers.
• Comfort with following scripts and company policies.

Responsibilities

• Handle large volumes of inbound and/or outbound calls, emails and WhatsApp in a professional and efficient manner.
• Provide accurate information regarding products, services, policies, and procedures.
• Actively listen to customers’ concerns, identify their needs, and offer appropriate solutions.
• Manage customer complaints, escalate complex issues to the relevant department, and ensure timely resolution.
• Document customer interactions, transactions, feedback, and complaints accurately in the system.
• Meet or exceed daily/weekly/monthly performance targets such as call handling time, customer satisfaction scores, and first-call resolution.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Follow communication scripts, guidelines, and company policies during interactions.
• Keep up to date with product knowledge, service updates, and call center best practices.
• Adhere to schedule and attendance requirements.

Skills

Communication

Customer service

Empathy

Problem solving

Job description

The Citizen Foundation in Karachi seeks a proactive Customer Service Representative to handle high volumes of calls, emails, and WhatsApp messages. The role requires delivering accurate information, actively listening to customer needs, and offering suitable solutions with a patient, empathetic approach.

You will document interactions, meet performance targets, follow scripts, and stay updated on product knowledge and service updates.